Shipping policy

Shipping Policy

Effective Date: October 9, 2026

Thank you for shopping with SOFTTRUE. This Shipping Policy explains how we process, ship, and deliver orders placed through our website.

1. ORDER PROCESSING

Orders are generally processed within 1–3 business days after payment has been successfully completed.

Business days do not include Saturdays, Sundays, or public holidays.

During promotional periods, holidays, new product launches, or periods of unusually high order volume, processing may take longer.

Once your order has been shipped, you will receive a shipping confirmation email when tracking information is available.

2. SHIPPING DESTINATIONS

SOFTTRUE currently serves customers in the United States.

Orders are currently fulfilled from our fulfillment center in China and shipped to customers in the United States.

Shipping availability may vary depending on the destination, product, carrier availability, and applicable shipping restrictions.

If we are unable to ship an order to your address, we will contact you and provide an appropriate resolution.

3. ESTIMATED DELIVERY TIMES

Estimated delivery times depend on the shipping service and carrier used for your order.

Where available, estimated delivery information may be shown during checkout or provided after the order has been shipped.

Delivery times are estimates only and are not guaranteed unless expressly stated otherwise.

Actual delivery times may vary due to factors including:

- Carrier operations
- Customs processing
- Transportation disruptions
- Weather conditions
- Public holidays
- Remote delivery locations
- Incorrect or incomplete shipping information
- Other circumstances outside our reasonable control

Please allow additional time during peak shopping seasons, major holidays, or periods of unusually high shipping volume.

4. SHIPPING CHARGES

SOFTTRUE currently offers free Standard Shipping for eligible orders shipped to the United States.

The shipping methods and charges displayed at checkout will apply to your order.

From time to time, SOFTTRUE may update its shipping rates, shipping methods, or promotional shipping offers.

Any changes to shipping rates or promotions will apply to future orders and will not affect orders that have already been placed.

5. ORDER TRACKING

Where tracking is available, tracking information will be provided by email after your order has shipped.

Please note that tracking information may take some time to become active after a shipping label is created or when a parcel is transferred between logistics providers.

If your tracking information has not updated for an extended period, please contact us at hello@shopsofttrue.com.

6. SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully review your shipping information before completing checkout.

If you discover an error in your shipping address, contact us as soon as possible at hello@shopsofttrue.com.

We will make reasonable efforts to update the address before shipment, but we cannot guarantee that changes can be made once an order has been processed or shipped.

SOFTTRUE is not responsible for delivery problems caused by incorrect or incomplete shipping information provided by the customer, except where required by applicable law.

7. CUSTOMS, DUTIES, AND TAXES

Orders fulfilled from outside the United States may be subject to customs processing, import duties, taxes, brokerage fees, or other charges imposed by governmental authorities or delivery carriers.

Where applicable, such charges may be included, collected, or disclosed during checkout.

If these charges are not collected at checkout, additional amounts may be assessed by customs authorities or the delivery carrier.

Customers are responsible for any applicable import duties, taxes, or related charges unless otherwise stated at checkout or required by applicable law.

Customs processing may also result in additional delivery delays.

8. DELAYED SHIPMENTS

Shipping delays may occasionally occur for reasons outside our reasonable control.

If your order appears significantly delayed, please contact us at hello@shopsofttrue.com with your order number.

We will review the available tracking information and assist you in working toward an appropriate resolution.

A temporary delay in tracking updates does not necessarily mean that a package has been lost.

9. LOST PACKAGES

If tracking indicates that a shipment may be lost, or if your order has not been delivered within a reasonable period, please contact us at hello@shopsofttrue.com.

We may need to investigate the shipment with the carrier before determining the appropriate resolution.

Depending on the circumstances, the resolution may include a replacement, refund, or other appropriate remedy.

10. PACKAGES MARKED AS DELIVERED

If tracking shows that your package was delivered but you cannot locate it, please first:

- Check around your delivery location
- Check with household members, neighbors, building reception, or property management
- Allow a short period of time in case the carrier marked the parcel as delivered before final delivery
- Contact the delivery carrier where appropriate

If you are still unable to locate the package, contact us at hello@shopsofttrue.com and we will assist you in reviewing the shipment.

11. DAMAGED PACKAGES

If your order arrives damaged, please contact us as soon as possible at hello@shopsofttrue.com.

Please include:

- Your order number
- Photos of the damaged product
- Photos of the shipping package
- A brief description of the issue

We will review the information and provide an appropriate resolution in accordance with our Refund & Return Policy.

12. REFUSED, UNCLAIMED, OR RETURNED PACKAGES

If a package is refused, unclaimed, returned because of an incorrect address, or returned because the customer did not complete required delivery procedures, additional shipping charges may apply.

If a returned package is received by us, we will contact you regarding the available options.

Any refund, reshipment, or deduction of shipping costs will be handled based on the circumstances of the order and applicable law.

13. MULTIPLE SHIPMENTS

In some cases, items from the same order may be shipped separately.

If this occurs, you may receive more than one tracking number, and the packages may arrive at different times.

You will not be charged additional shipping fees solely because we choose to split an order into multiple shipments unless otherwise disclosed before purchase.

14. CHANGES OR CANCELLATIONS

Orders may be cancelled before they have been fulfilled or shipped, subject to our Refund & Return Policy and applicable cancellation rules.

If your order has already been fulfilled or shipped, it can no longer be cancelled and must be handled through our return process.

Please contact us as soon as possible at hello@shopsofttrue.com if you need assistance with an order.

15. CONTACT US

If you have questions about shipping, delivery, tracking, or an order that has not arrived, please contact us:

SOFTTRUE
Email: hello@shopsofttrue.com
Website: https://shopsofttrue.com